Customer Experience Specialist

Place of work
Bratislava, Slovakia
Contract type
full-time
Wage (gross)
2 000 EUR/month

Information about the position

Job description, responsibilities and duties

The ideal candidate will earn trust through strong relationship building with internal AR teams and upstream business teams. In this role you will work with, and collaborate across, several cross-functional key stakeholders such as, channel leads, business leads, customer service lead and quality & training functions. This role is for you if you can

· Design, execute, and analyze customer feedback to evaluate customer experience
· Develop a thorough understanding of customer needs and identify pain points
· Define a roadmap and drive projects to improve the customer experience and key metrics
· Dissect customer journey obstacles and tackle them in a methodical manner in order to overcome them effectively.
· Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts and data. Audit accounts, study customer escalations and develop a deeper understanding of customer concerns. Be skeptical when metrics and anecdote differ.
· Partner with Business teams to resolve upstream issues that impact customer experience. Drive increase in positive response rates and decrease in negative response rate.
· Build strong relationships with multi-disciplinary stakeholders around the globe to understand and evaluate business priorities, define shared opportunities and requirements, and establish information sharing mechanisms.
· Understand complex business problems across departments and manage several competing priorities ensuring critical projects remain visible to senior leadership and stakeholders.
· Maintain up-to-date knowledge of advancements in customer experience, industry standards, changes, and trends.
· Create appropriate tools (i.e. project status reports, dashboards) to measure the progress against the goals and update stakeholders. Provide analysis, write-ups and regular reporting of customer impacting issues.
· This role is an individual contributor that transforms customer experience strategy into business outcomes via highly matrixed global stakeholders in the function and the business.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Personality requirements and skills

· 4+ years of relevant work experience in account-based, customer or relationship marketing and communications
· Bachelor’s degree or MBA or Master’s degree in relevant field
· Experience in program management, customer research and analytics, and/or customer experience/success
· Experience with managing cross functional projects, dependencies and bottlenecks, providing escalations management, anticipating and making trade-offs
· Highly organized, ability to complete a high volume of tasks and projects with little to no guidance and tight deadlines

Advertiser

Brief description of the company

At Amazon.com, we're working to be the most customer-centric company on the Earth. To get there, we need exceptionally talented, bright, and result driven people.

Amazon opened a center in Slovakia in 2011 creating over 1000 new jobs till today. The new center is operated by Amazon /Slovakia/ s.r.o. and is located at
Twin City Tower( Mlynské Nivy 10). Currently there are divisions like Vendor Contact Management, Financial Operations, Payroll, Listing Specialists, Catalog, Amazon Media Group, Mass Vendor Recruitment and more. We even have virtual roles with possibility to work from home.

All open positions together with a job description and contact details can be found on www.amazon.jobs.

Number of employees

1000 and more employees

Company address

Amazon /Slovakia/ s.r.o.
Mlynské Nivy 10
821 09 Bratislava-Staré Mesto
Slovakia
http://www.amazon.jobs

Contact

Kontaktní osoba: Michal Pistovcak
E-mail: poslat životopis
ID: 4099968  Datum zveřejnění: 12.7.2021  Spodní hranice mzdy (brutto): 2 000 EUR/month